• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Home
  • Register
  • Log In
  • Course Registration
  • Search
  • 858.674.4864

Service Strategies

Service and Support Consulting, Training and Certification

Menu
  • Consulting
    • Strategic Planning
    • Service Assessments
    • Change Management Consulting
    • eServices Consulting
    • Service Process Design
    • Service Operations Health Check
    • Knowledge Management Consulting
  • Training
    • Public Course Schedule
    • Management Development
      • Advanced Service Leadership
      • Team Leadership
      • Support Supervisor
      • Support Manager
      • Field Service Manager
      • Field Service Supervisor
    • Individual Development
      • Service Representative
      • Support Professional
      • Support Specialist
      • Field Service Engineer
      • Online Learning Center
    • Career Certification
      • Certified Support Managers
      • Certified Support Supervisors
      • Certified Field Service Supervisors
      • Certified Field Service Managers
      • Certification Exam Center
    • Account Management
      • Strategic Account Management
      • Services Pro Advanced Workshop
      • Resident Engineer Workshop
    • Educational Workshops
      • Communication Essentials for Support
      • Engaging Challenging Customers
      • Problem Solving
      • Strategic Planning
      • Knowledge-Centered Support
  • Service Standards
    • Support Standard
    • eService Standard
    • Field Service Standard
    • Professional Service Standard
    • SCP Features and Benefits
    • SCP Sponsor Companies
    • SCP Certified Organizations
  • Problems We Solve
  • Customers
    • Customer Success
    • Customer Testimonials
  • About Us
    • Executive Team
    • Our Partners
    • Upcoming Events
    • Company News
  • Blog
  • Contact
Home > Service Capability & Performance (SCP) Standards > eService Standard

eService Standard

The Global Standard for eService and Online Support Quality

The SCP eService Standard defines seven major criteria required to operate a successful eservice operation. These technical support criteria are broken down into detailed business elements, each with specific measurable results. The outcome is a framework representing approximately 35 major factors used to determine the overall effectiveness of eservice and online support operations.
The SCP eService Standard represents the broad scope of business practices necessary to deliver the highest quality eservices. Companies that execute well in all of these areas will ensure they are maximizing their capabilities and have optimized business processes to drive higher levels of operational performance, customer satisfaction and loyalty.

Technical Support Performance

The SCP eService Standard can be used as a standalone program or as a supplement to the SCP Support Standard. It provides clear guidelines that enable organizations to:

  • Increase customer satisfaction and loyalty by improving operational effectiveness
  • Implement a continuous improvement program to achieve and maintain world-class performance
  • Benchmark eservice and online support operations against best in class organizations and best practices to further enhance performance

An organization can attain certification against the standards through successfully completing a certification audit. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification.

Learn More

 

sidebar

Page Sidebar

Contact Us
Consulting Services

Consulting Services

More Info
Training Services

Training Services

More Info
Service Standards

Service Standards

More Info

Upcoming U.S. Classes

View Full Schedule

 

Footer

Contact

16769 Bernardo Center Drive, Suite 1-244 | San Diego, CA 92128

858.674.4864 - Corporate | 800.552.3058 - Toll Free

info@servicestrategies.com

Social Media

FacebookTwitterGoogle +YoutubeLinkedin
Consulting Services
  • Strategic Planning
  • Service Assessments
  • eServices Consulting
  • Service Process Design
  • Knowledge Management Consulting
Training Services
  • Public Course Schedule
  • Individual Development
    • Customer Service Representative
    • Support Professional
    • Support Specialist
    • Field Service Engineer
  • Management Development
    • Support Supervisor
    • Support Manager (Virtual 8 sessions over 2 weeks)
    • Field Service Manager
    • Field Service Supervisor
    • Team Leadership
  • Account Management
    • Strategic Account Management
    • Services Pro 3.0 Advanced Workshop
    • Resident Engineer Workshop
  • Career Certification
    • Certified Support Managers
    • Certified Support Supervisors
    • Certified Field Service Managers
    • Career Certification Exam Center
  • Educational Workshops
    • Problem Solving Workshop
    • Strategic Planning
    • Knowledge-Centered Support
  • Online Learning Center
Service Standards
  • Support Standard
  • eService Standard
  • Field Service Standard
  • Professional Service Standard
  • SCP Features and Benefits
  • SCP Sponsor Companies
  • SCP Certified Organizations

Copyright 2023 Service Strategies, All Rights Reserved | Privacy Policy | Sitemap